3.1 Econet Wireless Zimbabwe Ltd. (Ecocash) 33 3.2 Netone (Onewallet) 37

Cash Delivery Service Providers in Zimbabwe

2011 Review Prepared on Behalf of the Cash Transfer Working Group in Zimbabwe

Produced with the support of the Cash Learning Partnership

Author : Dr Deborah Gourlay, CaLP Country Coordinator, Zimbabwe

1 Final Draft, December 2011

The Cash Learning Partnership :

Contents CONTENTS

Section 1 : Introduction 1 1.1 Cash Transfer Working Group in Zimbabwe 1 1.2 Rationale and Scope of the Database 1 1.3 Summary of Services Provided and Access Restrictions 1

Section 2 : Banks and Financial Institutions 3 2.1 Central African Building Society (CABS) 3 2.2 People‟s Own Savings Bank (POSB) 8 2.3 TN Bank (TN Cash Card) 14 2.4 TETRAD e-Mali (PvT) Ltd 21 2.6 Barclays Bank (Barclays Smart Card) 26 2.5 Kingdom Bank (Kingdom Cell Card) 30

Section 3 : Mobile Phone Transfer Companies 33 3.1 Econet Wireless Zimbabwe Ltd. (EcoCash) 33 3.2 NetOne (OneWallet) 37

Section 4 : Merchants and E-Voucher Providers 39 4.1 OK Zimbabwe (Shop Easy Card) 39 4.2 Redan Mobile Transactions (SPLASH Vouchers) 42 4.3 Connect the World 45

Section 5 : Appendices 50 Appendix 1: Persons Contacted to Request the Data Form 50 Appendix 2: E-mali Current Distribution Points 51 Appendix 2 : Connect the World Rural Agricultural Inputs Payment System 55 Appendix 3: Connect 24/7 57

iii

Section 1 : Introduction 1.1 Cash Transfer Working Group in Zimbabwe

In order to generate and promote on-going collaboration and learning around the use of cash transfers, in 2009 the members of the Protracted Relied Program (PRP) formed a Cash Transfer Working Group which meets bi-monthly. This group later became a working group of the UN led Livelihoods, Infrastructure and Institutional Capacity Building (LICI) Cluster. Membership includes, NGOs implementing the PRP, UNICEF ,the World Food Program (WFP) and donor agencies . Objectives of the Cash Transfer Working Group are to:  Create a platform for sharing lessons learned.  Synthesize and package the lessons learned for wider sharing beyond CTWG & LICI Cluster  Develop a database of who is doing what where as programmes scale up (the 3W tool).  Share information on studies conducted with the group  Establish a repository of studies to learn from  Harmonise approaches used in cash transfer projects.

1.2 Rationale and Scope of the Database

Over the past few years Zimbabwe has witnessed a significant increased in the use of cash transfers within policies and programs providing humanitarian aid. This has resulted is an increasing desire on the part of humanitarian agencies to partner with private sector financial service providers in the delivery of cash to the beneficiaries within relief and recovery programs.

In order to facilitate such partnerships, the multi-agency Cash Transfer Working Group, with the assistance of the Cash Learning Partnership, set out to compile a database of financial service providers with expertise relevant to the delivery of cash transfers within humanitarian programs. The focus of the database is financial service institutions and technology-based money transfer agencies. The database thus does not include cash-in-transit (CIT) or security companies.

It is intended that the completed database will be made available to all organisations involved in designing and implementing humanitarian cash transfer programs in Zimbabwe, and to relevant donor organisations.

1.3 Summary of Services Provided and Access Restrictions

The range of services provided by the service providers who completed and returned a data form are summarised in Table 1.

Key requirements and restrictions for accessing the payment method are summarised in Table 2.

Table 1: Summary of Services Provided

Name Bank Smart Shop Point Open Mobile Transfers Account card Card / of System1 Banking to Voucher Sale Machines Cellphone Central African Building

Society (CABS) √ √ √ √ √ People’s Own savings

Bank (POSB) √ √ √ √ √ √ TN Bank √ √ √ Tetrad e-Mali √ √ √ Barclays Bank √ √ √ √ √ Kingdom Bank √ √ √ √ Econet Wireless √ NetOne √ OK Zimbabwe √ √ Redan Mobile

Transactions √ Connect the World √ √ √

Table 2: Summary of Requirements / Conditions

Name Bank Official Literacy Age Mobile Internet Account ID Required Limit Network connection Requ’d Requ’d Required required Central African Building

Society (CABS) √ √ √ √ √ People’s Own Savings Bank

(POSB) √ √ √ √ TN Bank √ √ √ to load card Tetrad e-Mali √ Barclays Bank √ √ 18+ √ Kingdom Bank √ √ to load card Econet Wireless √ √ 16+ √ NetOne √ √ OK Zimbabwe √ √ Redan Mobile Transactions √ Connect the World √ √

1 Open systems are redeemable at payment points other than those belonging to the providing institution (e.g. Zimswitch payment points, etc.). 2

Section 2 : Banks and Financial Institutions 2.1 Central African Building Society (CABS)

ORGANISATION DETAILS Company / Organisation Name CABS

Contact Person Arthur Nyazika, [email protected], (include email and telephone number) 0774 647 710 Type of Organisation / Company (e.g. bank, Banking Institution merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could Debit Cards (Open and Closed Card Systems) and be used for transferring cash to Mobile Banking beneficiaries of humanitarian programs. Can the delivery system be used for Debit Cards – offer savings account, access to savings or for other functions such as account through point of sale devices, ATMS and remittances, bill payment, bulk SMS etc? internet. Bill payments, Transfers, RTGSs available. If „Yes‟, please specify types of functions Mobile Banking – Facilitate Sending and Receiving available and any associated charges. Funds, Debit Card Optional Is the cash delivery system and / or System is computerised, Database is computerised database computerized? and all devices on network received live data Does the systems allow the monthly Yes, amounts transferred are decided by donor transfer amount to be varied? (e.g. to adjust agencies and can be changed anytime for household size or in response to inflation) Can large amounts of small denomination ATMs are dispensing $20 denominations, notes be provided, e.g. through ATM, Point of Sale and Mobile Bank Devices can disperse mobile bank or point of sale device, etc.? any amount, any denomination on condition the respective merchant has received the denomination from his sales Would the system have the capacity to Yes, Debit Cards are designed to allow beneficiaries deal with large number of beneficiaries outside banking halls. To make use of Point of Sale without disruption or long queues? Devices, ATMS and Internet Banking. Mobile Banking makes use of numerous merchants. Which humanitarian organizations have MercyCorps, HELP and Oxfam. you previously worked delivered cash for?

ACCOUNT CONDITIONS Identity documents required by beneficiary National I.D (e.g. National ID, birth certificate etc.) Other Beneficiary Information or Proof of Residence (or letter from Donor), Passport Size Documents Required for Registration and / Photo. or Account Opening Minimum Account Balance None (state “none”, or specify amount)

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)

The payment channel: there are three means by which organisations can effect payment from their main transaction account to cardholders. These are:  Via a point of sale (POS) device. Handling payments through a POS normally best suits organisations wishing to make individual payments where there is direct interaction with the payee. This could be, for example, where a smallholder farmer is receiving payment for crop supplies, or where an individual is to be issued with a support payment. The organisation effects an immediate transfer of funds via the POS onto the payee‟s card in the direct presence of the payee.  Via the Paynet bulk payment gateway. Paynet gives organisations the ability to send payments to multiple recipients at a single sitting. Technical developments have recently been completed which allow transfers onto closed card scheme accounts. Such capability is ideal for the payment of salaries, regular support contributions or payouts to a large number of individuals scheduled for set points in a month.  Via a file upload. This system has been employed mostly for non-regular bulk payments. It has been used by NGO clients for the provision of electronic “vouchers” payments to programme beneficiaries. In such cases, CABS receives a file from the client with the names and card numbers of the beneficiaries and arranges for the transfer of the funds from the NGO account onto the cards. LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register Cards are pre-opened, what determines processing time beneficiaries, set up accounts, issue cards, is availability of beneficiaries and required etc? (please indicate set-up time required documentation. Opening one account takes 2minutes. from signing of contract)

TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes, at all point of sale machines

Can beneficiaries receive the whole Yes, on all open Cards Systems, all charges accrue amount as cash? to Donor and not Beneficiary. On closed card systems beneficiary incurs 1% withdrawal charge. With Mobile Banking Client will also incur a 1% withdrawal charge Specify any limits on the proportion of the None cash transfer which beneficiaries can receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your List of Branches Attached. Point of Sale Devices are outlets / network? If a map of coverage is available in thousands of shops across the country. available please provide this.

Can the existing service be extended to Yes, the least cost structure will however be considered. provide a service in locations not served A cost-benefit analysis will however need to be carried by your current infrastructure / network? out before approval of such projects. If „Yes‟, how would this be done? Mobile Banking is the easiest to set up. The society will need to identify a merchant in a particular area where beneficiaries can transact.

What time scale would be required for Depends with the location, network availability, merchant providing extended coverage? availability etc. What additional cost would be involved in providing increased coverage? Does the cash delivery system require Yes, Internet or Telephone Network connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to Merchants provide own back up. Some have backup address outages ? (e.g. system offline, generators whilst others do not. poor connection, power cuts). What times is the service accessible at? Funds can be received any time but cash withdraws or (e.g. opening hours / days of the week) point of sale transactions can only be done when merchant is open. Generally 8am to 6pm everyday. Would beneficiaries have to withdraw all Beneficiaries can make multiple withdraws as and when the cash in one transaction or can they they want. make multiple smaller withdrawals? Describe your company‟s experience in The society has managed to work with various dealing with large amounts of small organisation involved in small holder farmers out grower deposits and with rural communities. schemes and those that purchase agro produce from various smallholder farmers. Branded closed card systems were mostly used in this exercise and they are still being used to date. Such card include Tribac Cards, ProCash cards, Help Cards and Feya Feya cards. This product has greatly reduced the risk of cash payments and ensured timeous payments to farmers. What difficulties would you anticipate in Network Availability using this system to deliver cash to people living in remote rural areas?

VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Initial projects with Mercycorps and Oxfam were for the beneficiaries (disabled, child headed Joint Initiative Program that worked with vulnerable households, illiterate, etc.). Please households. To open an account one needs to be able to specify any restrictions on access / provide a signature. Some of the old people are not able eligibility. to read and write. What arrangements could be provided to Arrange for cash payouts enable these groups to access the service?

SET UP CHARGES FEE ($) Registration cost per beneficiary $1.50 per card

Set up charge per beneficiary account. Please provide Costs Met By the Client details. (include cost of issuing cards, any ID). Are these costs met by the service provider or the client? Provide details of costs of providing any hardware (e.g. Unable to at this point. To be Point-of-Sale devices, card readers, etc) Are these costs met determined by project requirements by the service provider or the client?. Are there any other administrative and overhead charges? Closed card systems - $15 to maintain Please specify. main account

TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by NGO / Agency $0.50c per transfer (cost per monthly transfer made to all beneficiaries)

Cash Withdrawal(s) by Beneficiary 1% of amount

Cash Deposit by Beneficiary Nil

In store purchase $0.20c

Money Transfer $0.20c

Bill Payment $0.20c

Balance Enquiry

Statement for All Accounts Provided to NGO / Agency Nil

Other Recurring or Transaction Charges (specify type and amount)

SECURITY PRECAUTIONS What measures would be provided to Card systems make use of card and pin, Mobile prevent theft or ensure money is not stolen Money transactions also required input of pin or fraudulently accessed? Specify any number every time one transacts. security precautions or insurance provided, and any associated charges.

ANY ADDITIONAL RELEVANT INFORMATION Please note that the charges listed above differ with a specific cash transfer option. Listed are general guidelines to charges.

FEEDBACK FROM PREVIOUS USERS

This mechanism is currently being utilized by JI/MercyCorps and is reported to be working well.

JI was using their banking and in-store facilities in Mbare and Mutare, but did not use their mobile banking facilities because the program was urban based and banking facilities easily available. For in-depth information contact Kudzai Nhongo ( [email protected]) of Oxfam GB who managed the CT program in Mbare.

MASHONALAND REGION

Site CABS BRANCH 20-Jan-2011

2 First St Ordinary 8 Central Ord 102 Norton 103 Kadoma 104 Chitungwiza Ord 105 Mabelreign 107 Central Gold 108 Marondera Ord 110 Chitungwiza Gold 113 Highfield 119 Park Street 121 Chinhoyi 124 Chinhoyi Gold 127 First St Gold 135 Marondera Gold 136 Kadoma Gold 142 Cash Office 143 Arundel Village 145 TM Borrowdale 149 Chegutu 154 Bindura 156 Kariba G/Class 159 Chisipite 175 Mutual Gardens 183 Kariba 185 Karoi 187 Northridge Park 189 Mt Darwin

ATMS First Street Park Street Central Avenue

EASYBANKS 5000 Kuwadzana 5001 Mbare 5002 Letombo 5003 Mufakose 5004 Budiriro 5006 Nyamhunga

PLATINUM 151 Platinum Northridge Park 162 Platinum Central Avenue

2.2 People’s Own Savings Bank (POSB) ORGANISATION DETAILS Company / Organisation Name People‟s Own Savings Bank (POSB)

Contact Person Hope . F. Marere, [email protected], 04-796511 (include email and telephone number) Type of Organisation / Company (e.g. bank, Savings Bank merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES TRANSFER TO CELLPHONE

POSB Cell phone Cash Transfer is an efficient and cost effective way of sending money to any cell phone subscriber in Zimbabwe, instantly. The receiver can be on any of the three (3) Mobile Describe the services offered networks, Econet, Netone or Telecel – and they do not need a which could be used for bank account to receive the funds. The receiver is prompted by a transferring cash to beneficiaries text message that they have received funds. They will go to the of humanitarian programs. nearest POSB or Zimpost branch to collect their cash. VIRTUAL CARDS

The Virtual Card system enables customers to create supplementary cards linked to one main account. In this instance for example, an organisation would operate a main account. Beneficiaries will be linked to this main account through virtual cards. Recipients of virtual cards will immediately have full banking functionalities with the card. For example, ability to withdraw cash from our Point of Sale devices (POS) spread across the country and, ability to purchase from retail outlets displaying the Zimswitch logo and ability to check card balances.

Can the delivery system be used for savings or for other functions TRANSFER TO CELLPHONE such as remittances, bill payment, bulk SMS etc? If Enables the recipient to receive and encash funds only „Yes‟, please specify types of functions available and any Charge for transfer to cell phone: 3% of amount + 25c . Upfront associated charges. charge.

Please note, charges are a guide and can be negotiated on a project by project basis with the bank.

VIRTUAL CARD SYSTEM

Allows the recipient the ability to do the following transactions 1. Remittance- $0.15 per card 2. Bill Payments- $0.20 3. External transfer: Transfer to other bank - $0.35 4. Balance Enquiry – Nil 5. Mini-Statement - $0.10 6. Cash withdrawal fee- 1.5% of amount 7. Virtual card - $2.30

Is the cash delivery system and / or database computerized? Yes

Does the system allow the monthly transfer amount to be Yes varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small denomination notes be provided, Yes e.g. through ATM, mobile bank or point of sale device, etc.? Would the system have the capacity to deal with large Yes number of beneficiaries without disruption or long queues? Which humanitarian agencies have you previously worked / None delivered cash for? ACCOUNT CONDITIONS Identity documents required by beneficiary Copy of I.D/Birth Certificate (e.g. National ID, birth certificate etc.) Other Beneficiary Information or Documents Residential Address/ in case of rural Required for Registration and / or Account Opening communities can be address of nearest school. Minimum Account Balance None (state “none”, or specify amount) HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)

TRANSFER TO CELLPHONE

 Humanitarian Agency opens an account with POSB and deposits the amount to be remitted to the various beneficiaries.  Humanitarian Agency provides schedule of recipients details (name, id numbers, cell phone numbers and amount to be transferred)  POSB will transfer cash to the respective beneficiaries cell phone numbers guided by the schedule provided by Humanitarian Agency.  Once the money is transferred, the recipient receives a text message on his/her cell phone with some money transfer information. The recipient then goes to their POSB or nearest Zimpost Office with his/her I.D to redeem the funds.  POSB will send bank statement and reconciliation returns to the Humanitarian Agency showing the total amount disbursed and the respective beneficiaries.

VIRTUAL CARD SYSTEM

 Humanitarian Agency opens an account with POSB.  Humanitarian Agency provides recipients details, name and identity details.  POSB staff move to recipients location and to disburse and activate cards and to train beneficiaries on how to use the cards.  Recipients are advised of nearest locations where they encash funds, this could be POSB or Zimpost.  POSB shall transfer the respective amounts from the Humanitarian Agency account into various virtual accounts based on Humanitarian Agency instruction.  If preferred and in case of vulnerable groups who cannot travel to nearest location to encash funds, POSB can dispatch mobile bank vehicle to identified areas to pay out. Rates for this service to be discussed with Humanitarian Agency.

LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register Registration of beneficiaries, creation of accounts and beneficiaries, set up accounts, issue cards, issuing of cards is instant. etc? (please indicate set-up time required from signing of contract). TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes.

Can beneficiaries receive the whole Yes. amount as cash? Specify any limits on the proportion of the Minimum of $10 and Maximum of $1,000.00 cash transfer which beneficiaries can receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your POSB has 28 branches in all major cities and towns. outlets / network? If a map of coverage is And expands its reach through an agent network of 160 available please provide this. Zimpost Offices countrywide. Can the existing service be extended to Yes. provide a service in locations not served by your current infrastructure / network? If „Yes‟, how would this be done? This can be done by recruiting new Agencies and expanding our POS network depending on the volume of business to be generated. What time scale would be required for Within 30 days providing extended coverage? What additional cost would be involved in No additional costs providing increased coverage? Does the cash delivery system require Yes. 28 POSB branches and 140 Zimpost Offices are connectivity to operate? (internet access, on-line. They are connected to GPRS. telephone network, etc) Please specify. What back-up systems are available to Power Cuts: Standby generators. address outages ? (e.g. system offline, Loss of Connectivity: Braches confirm customers‟ poor connection, power cuts). respective balances from Head Office via telephones. What times is the service accessible at? For bank transactions that need physical presence at (e.g. opening hours / days of the week) banking halls such as to redeem remittances normal banking hours will apply:

0800hrs to 1530 hrs Mon-Friday 0800hrs to 1130hrs Saturday

Retail transactions are as per retailers‟ business hours. Would beneficiaries have to withdraw all Transfer to Cell phone: Customers will be required to the cash in one transaction or can they withdraw all cash in one transaction. make multiple smaller withdrawals? Virtual Cards Customer has leverage to withdraw as and when they require cash. Describe your company‟s experience in The bank has a large footprint in rural areas through an dealing with large amounts of small agency relationship with Zimpost and has therefore been deposits and with rural communities. interacting with rural communities as part of its core business.

What difficulties would you anticipate in Lack of GPRS connectivity in some areas may pose a using this system to deliver cash to people challenge. living in remote rural areas? Beneficiaries will be required to have a cell phone for the Transfer to cell phone. VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Yes the services can be used by vulnerable beneficiaries. beneficiaries (disabled, child headed households, illiterate, etc.). Please Physically challenged beneficiaries who are required to specify any restrictions on access / be present at the nearest POSB branch or Zimpost Office eligibility. for the transaction to be processed.

What arrangements could be provided to  Physically challenged and illiterate beneficiaries in enable these groups to access the service? liaison with the Humanitarian Agency may elect a proxy to receive cash on their behalf.  If preferred and in the case of vulnerable groups who are unable to travel to nearest location to encash funds, POSB can dispatch mobile bank vehicle to elected areas to pay out. Rates for this service to be discussed with Humanitarian Agency.

Please note: Charges provided are a guide and can be negotiated on a project by project basis with the bank based on volumes, type of project and other factors.

SET UP CHARGES FEE ($) Registration cost per beneficiary Nil

Set up charge per beneficiary account. Please provide details. Virtual Card- $2.30 (include cost of issuing cards, any ID). Are these costs met by the service provider or the client? Provide details of costs of providing any hardware (e.g. Point-of- Nil Sale devices, card readers, etc) Are these costs met by the service provider or the client?. Are there any other administrative and overhead charges? Nil TRANSACTION CHARGES FEE ($)

TRANSFER TO CELLPHONE

Money Transfer 3% + $0.25 VIRTUAL CARD SYSTEM Debit Card $2.30

Transfer to virtual card $0.15 Cash Withdrawal Beneficiary 1.5% of amount Cash Deposit by Beneficiary Nil Retail purchase $0.80 Bill Payment $0.20 Balance Enquiry Nil Statement for All Accounts Provided to NGO / Agency $0.20

SECURITY PRECAUTIONS What measures would be provided to Both propositions are Personal Identification prevent theft or ensure money is not stolen Number (PIN) based, ensuring only the recipient has or fraudulently accessed? Specify any access to that information. security precautions or insurance provided, and any associated charges. Recipients will also be educated on the importance of keeping their PIN confidential.

ANY ADDITIONAL RELEVANT INFORMATION

FEEDBACK FROM PREVIOUS USERS

ActionAid International-Zimbabwe (AAI-Z) stopped using POSB in May 2010 because systems were often down & cash transfer recipients would have to return to complete transactions. The recipients‟ requested direct cash distributions instead.

2.3 TN Bank (TN Cash Card)

ORGANISATION DETAILS Company / Organisation Name TN Bank

Contact Person Lindiwe Majoni (MD - TN Cash Card) (include email and telephone number) Email: [email protected] Tel: +263-4-700628, 791444, 253675 Type of Organisation / Company (e.g. bank, Bank merchant, mobile phone company, etc.)

SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could Electronic Funds Transfer (EFT) using card based be used for transferring cash to electronic purses that have both offline and online beneficiaries of humanitarian programs. capabilities. Funds are loaded onto a switch and the funds become available to card holders remotely. For the convenience of the card holders, access to the funds is through GPRS POS terminals deployed in various merchants countrywide, or alternatively from any of the TN Bank branches countrywide. Can the delivery system be used for The mechanism can be used for other functions such savings or for other functions such as as bill payment, payment for groceries, or for safe remittances, bill payment, etc? If „Yes‟, keeping of funds. However, due to the nature of the please specify types of functions available product, saving is not possible because there will be and any associated charges. no interest accruing on the funds on one‟s card. The funds will be in an Electronic wallet. Is the cash delivery system and/or Yes. Processing of funds into each beneficiary‟s card database computerised? is done through a smart card switch resident at TN Holdings‟ head office. Does the system allow the monthly Yes, the amounts to be loaded can vary from month transfer amount to be varied? (e.g. to adjust to month. for household size or in response to inflation) Can large amounts of small denomination Yes. Large amounts of small denominations can be notes be provided, e.g. through ATM, available through all TN Bank branches and also mobile bank or point of sale device, etc.? through all merchants with TN Bank POS machines, in the form of cash back. Additionally, the card brings in convenience by allowing one to purchase goods of any value including cents. Would the system have the capacity to The system has been in use with various corporate deal with large number of beneficiaries organisations for salary processing. Some of the without disruption or long queues? organisations have staff compliments in excess of 1, 000. Some of the organisations that are currently using the system are NGOs, whose names can not be revealed for confidentiality reasons. Which humanitarian organizations have References will be provided after clearing with you previously worked delivered cash for? concerned organisations.

ACCOUNT CONDITIONS Identity documents required by As a banking regulation for KYC, National IDs, Driver‟s beneficiary license, Passport, or birth certificate (in case of minors) (E.g. National ID, birth certificate etc.) will be required. However, local rural & urban administration structures, i.e. District Administrators, Chiefs, or Headmen also assist in providing necessary documents. Where these documents are not available, reference documents from concerned humanitarian organisations will be relied upon. Other Beneficiary Information or Copy of any of National ID, Driver‟s license, or Documents Required for Registration and Passport. / or Account Opening Minimum Account Balance Zero balance. (state “none”, or specify amount) HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)  Agreement between humanitarian organisation and TN Bank in terms of which the humanitarian organisation agrees to making payments through the system. The agreement stipulate the duration of the partnership, expectations from each of the parties, issues to do with conduct, ethics, obligations to be met each of the parties.  Production of beneficiaries‟ cards to be used during the transfer process. The humanitarian organisation provides a list of names for the beneficiaries including copies of IDs or reference documents. The humanitarian organisation also meets a once off production cost of the cards.  Deployment of TN POS machines to merchants in areas that are nearby to beneficiaries. The humanitarian organisation informs TN Bank of the areas in which the cash transfer process is to be carried out. The humanitarian organisation also assists with coordination of workshops involving the beneficiaries and TN Bank, where TN Bank get to hear the concerns of a specific community of beneficiaries; for the purpose of planning POS deployment and the merchants to be acquired.  The humanitarian organisation has to open a corporate account with the bank for the purposes of transferring funds to the beneficiaries‟ cards.  The humanitarian organisation provides a schedule of beneficiaries indicating amounts due to each beneficiary. The schedule is submitted to the bank for processing.  TN Bank processes the transfers for all the beneficiaries making sure that each beneficiary got the correct amount.  The beneficiaries access their funds electronically and securely without human intervention. LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register Task Duration (Days) beneficiaries, set up accounts, issue Registration 1 day for every 250 beneficiaries. cards, etc? (please indicate set-up time Card production 1 day for every 250 beneficiaries. required from signing of contract) Set-up time The system is already in use and thus there is no set-up time and costs involved.

NB: However, time is dependent on distribution of areas to

be covered.

TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? It is available with almost all merchants that have been signed on for POS deployment. Can beneficiaries receive the whole With some merchants (big supermarket chains and amount as cash? one of the largest service stations countrywide) yes, but others do require a purchase. However, in areas where humanitarian aid has been disbursed through the system, merchants have been engaged to waiver beneficiaries and these requests have been granted. Specify any limits on the proportion of the These are merchant specific, but ranging between 80 cash transfer which beneficiaries can and 100 % of the amount. receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your The system can be used in all areas where there is Econet outlets / network? If a map of coverage is (the largest telecommunications company in the country) available please provide this. mobile network coverage, since the POS machines operate on Econet GPRS. See attached maps. Can the existing service be extended to Expansion into areas not yet covered in terms of POS provide a service in locations not served deployment is simply an issue of negotiating with the by your current infrastructure / network? merchants in the area concerned. If „Yes‟, how would this be done? Where there is no network coverage, we can also take advantage of an existing relationship Econet whereby we can request them to improve teleconnectivity in the areas in question. What time scale would be required for Where there is network coverage, extension of POS providing extended coverage? machine coverage takes between one to two weeks depending merchants being engaged. Where network coverage is not available, a longer (depended on the speed with which the network provider progress) period is required. What additional cost would be involved in There will be no additional costs to be borne by the providing increased coverage? humanitarian organisation. POS deployment costs will be met by TN Bank while network expansion costs will be met by Econet. Does the cash delivery system require Once the funds have been loaded on the Switch into connectivity to operate? (internet access, respective cards, the funds can then be downloaded onto telephone network, etc) Please specify. respective cards (into the chip memory on the card) by making use of any of the POS machines deployed countrywide. During the process of downloading value onto the card, there has to be connection between the POS machine and the switch. Once the download is done, there won‟t be need for connectivity in order to transact or withdraw funds from the card since the funds will be on the chip on the card. Connectivity will also be required by the merchant when the merchant sends transaction batches to the switch for the purpose of updating their account at the bank. The process of rolling out includes negotiations between TN Bank Limited and the targeted

merchants. The negotiations will result in the merchant opening a bank account and signing an agency agreement with the bank. Any retail businesses, schools, hardware shops hospitals, and clinics would qualify as merchants. The POS machines operate on GPRS and 3G mobile network. Where there is no network coverage, we can arrange for the installation of VSAT provided the business volumes justify. If not, the merchant will have to take the POS Machine to an area that has network coverage for purposes of processing the batches of transactions that will have accumulated. In this regard, the system might require an upgrade to extend the number of days that a POS machine can operate without batch processing. At the moment, any machine that does not conduct batch processing with 24 hours will be automatically disabled and will not be able to conduct further transactions. This whole process would not normally take more than two weeks. What back-up systems are available to Once the funds are on the cards, the cards can be used in address outages? (E.g. system offline, offline mode. However, should there be poor connection poor connection, power cuts). or power outage that affects downloading of funds onto beneficiaries‟ cards, then alternative measures such virtual banking can be put in place. Virtual banking is a service of bring actual case to the beneficiaries. What times is the service accessible at? Once the funds have been captured on the switch, the (e.g. opening hours / days of the week) funds will be available to the beneficiaries any time of the day through a network of POS machines deployed countrywide. Would beneficiaries have to withdraw all Downloading from the switch onto the card is a single the cash in one transaction or can they transaction and the full amount is downloaded onto the make multiple smaller withdrawals? card. But withdrawals, purchases and cash back can be done in small amounts of choice. Describe your company‟s experience in The system is in use by corporate organisations for dealing with large amounts of small processing of salaries of their employees. Due to the low deposits and with rural communities. cost in maintaining, the system has been popular with low income earners. As for experience in the humanitarian sector, more information will be availed after clearing with the organisations involved. What difficulties would you anticipate in From experience, a number of beneficiaries from using this system to deliver cash to people humanitarian sector, particularly the elderly, they easily living in remote rural areas? forget the PIN to their cards. However, the PIN can be reset upon request and also upon positive identification of the owner of the card.

VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable The card issued to the beneficiary works with a four digit beneficiaries (disabled, child headed PIN, which can be used by any beneficiary regardless of households, illiterate, etc.). Please their status. In special cases where due to some physiological specify any restrictions on access / challenges that the beneficiary may have, will assistance eligibility. from a trusted guardian or relative be sought. In certain cases, the humanitarian organisation and TN Bank staff may agree on a best way to assist the beneficiary who may require special treatment. What arrangements could be provided Where a next of kin is not available, customised service to enable these groups to access the through either humanitarian organisation staff or TN Bank service? staff can be arranged. Measures to be adopted would be agreeable to both the humanitarian organisation and TN Bank taking into consideration security, convenience, cost, and protection of the beneficiaries. SET UP CHARGES FEE ($) Registration cost per beneficiary Initial meetings with the beneficiaries in which the humanitarian organisation introduces TN Bank to the beneficiaries will be organised by the humanitarian organisation and the costs thereof. Set up charge per beneficiary account. The cost for the card is a once off US$8.00. The Please provide details (include cost of humanitarian organisation will also have to facilitate copies issuing cards, any ID). Are these costs of IDs or reference documentation where necessary. met by the service provider or the client? Provide details of costs of providing The humanitarian organisation does not in any way meet any any hardware (e.g. Point-of-Sale portion of costs of POS deployment. POS deployment costs devices, card readers, etc) Are these are met by TN Bank through a separate agreement with the costs met by service provider or client? various merchants to which the POS machines are deployed. Are there any other administrative and On every disbursement, there is an administrative charge of overhead charges? 3 % which is borne by the humanitarian organisation. The Please specify. administration fee is paid at the point of disbursing funds. TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Transfer cost to beneficiaries is US$ 1.00 per Account by NGO / Agency (cost per beneficiary. monthly transfer made to all beneficiaries) Cash Withdrawal(s) by Beneficiary Withdrawal fee is 1 % of the value being withdrawn.

Cash Deposit by Beneficiary Free. In store purchase (including cash Purchase/cash back fee is 1 % of the value of goods back) purchased/cash back. Money Transfer Transfer fee is 1 % of the amount being transferred. Bill Payment Bill payment fee is 1 % of the amount being paid. Balance Enquiry Balance enquiry fee is US$0.10. Statement for All Accounts Provided Electronic statement (by email) costs US$1.00. to NGO / Agency Printed statement costs US$1.00 per page. Other Recurring or Transaction Charges (specify type and amount)

Note: The above fees indicated are standard fees that are generic to the system. However, customisation can be done should the humanitarian organisation requires so. Typically certain organisations would prefer meeting all transactional fees and administrative costs so that the beneficiaries are not charged on transacting, for the duration of the scheme that is, after which the costs will be borne by the card holder.

SECURITY PRECAUTIONS

What measures would be All cards are secured by a four digit PIN which is entered by provided to prevent theft or customers upon card collection and card activation. Should a ensure money is not stolen card with funds get lost or is stolen, the card can not be used by or fraudulently accessed? any one who picks it up or would have stolen it (provided the Specify any security precautions or insurance PIN has not been exposed/divulged). A lost card or stolen card provided, and any associated should be reported immediately so that it is blocked. Due to the charges. fact that the cards have an offline capability, 48 hrs after reporting a lost or stolen card is required to produce a replacement card with the balance that would be on the lost or stolen card.

The system also provides for reports showing amounts loaded into various cards, and these reports can be used for audit purposes. Additional reports for analysis and study of the program are also available which show the merchants from where the beneficiaries purchased. ANY ADDITIONAL RELEVANT INFORMATION

The system of cash disbursement using the TN Cash Card has an advantage that beneficiaries will actually have acquired accounts for themselves. The account can still be used even after the expiration of the program. The product was designed with the unbanked in mind, and thus is cheap to maintain and run since there are no monthly charges or minimum balance that one needs to maintain in the account.

Beneficiaries can also take advantage of other full banking products over by TN Holding through its subsidiaries. In a bid to capacitate beneficiaries to become self sustainable, beneficiaries can be put into groups of appropriate number, where individual members will be contributing on a monthly basis towards a fund which is invested on the money or stock market. On maturity, the investment is used to start projects for the respective groups.

PLEASE REFER TO THE PICTURES BELOW:-

The above pictures illustrate the distribution of TN Cash Cards to a women‟s co-operative in the remote area of Chirumhanzu in the Masvingo region. Approximately 700 cash cards have been distributed to this group.

The above pictures illustrate the loading of cash onto TN Cash Cards distributed to a Save the Children project in Karoi in 2011, promoting economic recovery of households. 1000 cash cards were distributed to this group.

2.4 TETRAD e-Mali (PvT) Ltd ORGANISATION DETAILS Company / Organisation Name Tetrad e-Mali (Pvt) Ltd

Contact Person Thule Lenneiye (include email and telephone number) Email: [email protected] Tel: 04-253810-8 Mobile: 0772124164 Type of Organisation / Company (e.g. bank, Bank merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered Money Transfers can be carried out via a number of media: which could be used for 1. On the Point of Sale (POS) to the beneficiaries‟ accounts; transferring cash to beneficiaries accessed via mobile phone or on a debit chip-card of humanitarian programs. 2. Via the mobile banking platform 3. Online banking bulk or single money transfers 4. Money/Cash Vouchers redeemable in their accounts and can be kept as electronic funds or withdrawn as cash Can the delivery system be used Yes the service is capable of a range of transactions: for savings or for other functions1. Cash Deposits such as remittances, bill 2. Cash Withdrawals payment, bulk SMS etc? If 3. In-store Purchases „Yes‟, please specify types of 4. Money Transfers functions available and any 5. Bill Payments associated charges. 6. Airtime purchases As well as signing up for basic funeral cover and ambulance services; accountholders can keep their savings safe in their e-Mali accounts without being charged a monthly maintenance (account administration) fee nor minimum balance requirements. Is the cash delivery system and / Yes or database computerized? Does the systems allow the Yes – these have to be manually inputted as information monthly transfer amount to be needs to be updated by those administering the support. varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small Yes – these must be communicated in advance by the funder denomination notes be provided, to ensure delivery from our agents. e.g. through ATM, mobile bank or point of sale device, etc.? Would the system have the Long queues can be avoided by advising beneficiaries that capacity to deal with large withdrawals take place throughout the month and not to all number of beneficiaries without come in on one day. Also the widespread locations will disruption or long queues? alleviate pressure at any one designated point. Which humanitarian None organizations have you previously worked delivered cash for?

ACCOUNT CONDITIONS Identity documents required by One of national identity documents such as ID, passport, beneficiary or drivers licence; or letter from their Chief (e.g. National ID, birth certificate etc.) Children‟s birth cretificates accepted as proxy but guardian must be present with their ID or letter from the Chief Other Beneficiary Information or Fill in a short A5 size registration form Documents Required for Registration and / or Account Opening Minimum Account Balance Zero (state “none”, or specify amount) HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider) The humanitatrian agency would provide details on expected numbers and wards and/or locations that are suitablly close to beneficiary residences from where beneficiaries would transact. e-Mali along with the humanitarian partner would identify agro-dealers (if required) that would be registered as „Distribution Partners (DPs)‟ that would accept the e-Mali card for cash withdrawals. The humanitarian agency would also provide e-Mali with a list of names and ID particulars for the beneficiaries‟ and we would pre-populate their names into the system and on the first distribution assign a card to them with a PIN on the POS device; and e-Mali agents would then collect electronic of copies of their identity documents and filled registraion forms. e-Mali would assist with the registrations as predetermined times and locations to ensure that beneficiaries are all properly accounted for in the system. LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to The estimated time is dependent on the number of beneficiaries register beneficiaries, set up to be served as well as the scope of the project especially with accounts, issue cards, etc? regards to locations. (please indicate set-up time It generally takes less than 2minutes to register an accountholder required from signing of on a POS device; but because we will pre-register beneficiaries contract) this will take much less time per beneficiary as these details will

be bulk uploaded from an excel file. To establish agents in the rural areas (beyond central points in many districts) it may take up to a day per district to set-up the POS device and train the operators. Zimposts & other retailers in less remote areas are already established as e-Mali agents. If very large numbers are to be serviced this will require added lead times for POS devices and cards being readily available. TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes

Can beneficiaries receive the whole Yes amount as cash? Specify any limits on the proportion of the Limit of USD 1,000 for withdrawal fee at USD 0.25 cash transfer which beneficiaries can at one time; anything above that attracts a 1% receive as cash. withdrawal fee

GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your e-Mali are currently in the middle of their national roll- outlets / network? If a map of coverage is out and locations will be updated once the team is back available please provide this. from Masvingo. Current coverage for Matebeleland North & South, Manicaland, parts of Masvingo, and Mashonaland West is in the list of locations at the end of this section. Those highlighted in green are those that have been activated. Will eventually be Nationwide. Can the existing service be extended to YES provide a service in locations not served by your current infrastructure / network? e-Mali along with the NGO/ would identify potential If „Yes‟, how would this be done? agents (agro-dealers in rural areas) within walking distance of target areas What time scale would be required for 3-4 weeks at start of contract. Otherwise we maintain providing extended coverage? additional stocks of POS devices and cards which would reduce lead times. If areas are very remote this would add to lead time as they would nee to be set up on the Wide Area Network (WAN) from the start. What additional cost would be involved in If cash is limited at the chosen agent then there would be providing increased coverage? an additional Cash In Transit (CIT) cahrge for each month‟s distribution Does the cash delivery system require Yes and No – we have an offline chip-card system that connectivity to operate? (internet access, does not require there to be connectivity at time of telephone network, etc) Please specify. transacting but for end of day reporting by the agent, there is need for connectivity to synchronise and update information on our servers. E-Mali is setting up a WAN that links our devices without depending on the GPRS networks What back-up systems are available to The smart chip allows for offline transactions on the address outages ? (e.g. system offline, POS devices for up to 48hrs poor connection, power cuts). What times is the service accessible at? 24hrs if accessing via mobile phone; and during regular (e.g. opening hours / days of the week) operating hours of the agents that are e-Mali partners Would beneficiaries have to withdraw all Multiple transactions allowed the cash in one transaction or can they make multiple smaller withdrawals? Describe your company‟s experience in Our ethos is that of managing large volumes of small dealing with large amounts of small value and the system is very capable of processing deposits and with rural communities. millions of transactions. e-Mali would undertanke to educate beneficiaries if required on using the system. What difficulties would you anticipate in Ensuring the availability of cash throughout the month using this system to deliver cash to people could be a challenge especially in more remote areas. living in remote rural areas? VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Access to the funds requires a secret PIN – if they are beneficiaries (disabled, child headed able to remember and enter these four digits then they households, illiterate, etc.). Please specify require no assistance when accessing their funds. any restrictions on access / eligibility.

What arrangements could be provided to On collection of funds they can be assisted by enable these groups to access the service? someone trusted either in the community or by the humanitarian agency – as the PIN number is required for all transactions to be approved. SET UP CHARGES FEE ($) Registration cost per beneficiary 3.00

Set up charge per beneficiary account. Please provide details. NIL (include cost of issuing cards, any ID). Are these costs met by the service provider or the client? Provide details of costs of providing any hardware (e.g. Point-of- MET BY E-MALI Sale devices, card readers, etc) Are these costs met by the service provider or the client?. Are there any other administrative and overhead charges? Cash disbursement fees to the Please specify. humanitarian agency TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by NGO / Agency (cost per monthly transfer made to all beneficiaries) Cash Withdrawal(s) by Beneficiary 0.25

Cash Deposit by Beneficiary 0 In store purchase 0.10 Money Transfer 1.00 Bill Payment 1.00 Balance Enquiry (Mini Statement) 0.10 Statement for All Accounts Provided to NGO / Agency Nil as checked via online banking Other Recurring or Transaction Charges (specify type and amount) None

SECURITY PRECAUTIONS What measures would be provided to Each account is accessed by a secret PIN that the prevent theft or ensure money is not stolen accountholder chooses – should they forget their or fraudulently accessed? Specify any PINS‟s they simply come in with their ID‟s and can security precautions or insurance provided, change the PIN number. NO ID of some form then and any associated charges. NO change of PIN. Also if e-Mali is alerted that there has been cases of abuse of an account we can freeze the account whilst the issue is being investigated or until such time that these issues are clarified. ANY ADDITIONAL RELEVANT INFORMATION

Summary of Current e-Mali Distribution Point Locations (Detailed List in Appendices)

Farm Gutsai Moon & City Super- Montana Indepe Zimpost TM light Centre markets Meats Innscor ndent TOTAL P. Off- Office Ctr Harare 22 13 14 1 5 3 4 39 2 103 Bulawayo 10 3 8 1 2 6 30

Manicaland 14 15 6 5 9 1 50

Mashonaland Central 7 3 1 2 5 18

Mashonaland East 8 0 4 4 3 4 23

Mashonaland West 10 12 7 4 8 41

Masvingo 9 2 3 2 1 17

Matebeleland North 9 4 2 1 3 19

Matebeleland South 4 9 0 2 15

Midlands 12 9 4 4 5 1 35

TOTAL 105 70 49 26 38 3 4 39 17 351

2.6 Barclays Bank (Barclays Smart Card)

ORGANISATION DETAILS Company / Organisation Name Barclays Bank of Zimbabwe

Contact Person Theresa Churu (include email and telephone number) Corporate Relationship Manager 263 04 369582 263 773 415 062 [email protected] Type of Organisation / Company (e.g. bank, Commercial Bank merchant, mobile phone company, etc.)

SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could Options available would be to open accounts for be used for transferring cash to beneficiaries. With the accounts they can make use of beneficiaries of humanitarian programs. our branches, ATMs, Internet Banking and mobile banking before Q1 2012. The accounts come with debit cards that can be used on ATMs & POS. There is also a Barclays @ Work initiative which provides access to banking services as per agreed model with a Corporate Can the delivery system be used for Yes. The following functions are available savings or for other functions such as  SMS Alerts function – instant transaction alerts @ $0.10 per remittances, bill payment, bulk SMS etc? alert If „Yes‟, please specify types of functions Bill payment (different charges per biller) available and any associated charges.  Internet banking  Is the cash delivery system and / or Yes database computerized? Does the systems allow the monthly Yes transfer amount to be varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small denomination Yes – currently the smallest denomination dispensed notes be provided, e.g. through ATM, through our ATM channels is US$10. Our ATMs also mobile bank or point of sale device, etc.? dispense ZAR. Cash back can also be accessed through various merchants Point of sale devices countrywide. Would the system have the capacity to Yes. The only need deal with large number of beneficiaries without disruption or long queues? Which humanitarian organizations have World Vision you previously worked delivered cash for?

ACCOUNT CONDITIONS Identity documents required by beneficiary National ID (e.g. National ID, birth certificate etc.) Other Beneficiary Information or Proof of residence Documents Required for Registration and / or Account Opening Minimum Account Balance None (state “none”, or specify amount)

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)

How the cash transfer process works:

1. The NGO should provide us with a list of the beneficiaries 2. The NGO should advise the location where the beneficiaries will be served from. 3. Beneficiaries will be given bank accounts/atm cards whichever is applicable. 4. The bank will educate the beneficiaries on the products they are getting. 5. The NGO should notify the bank three days in advance the amounts to be disbursed and the breakdowns.

LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register There is need to understand the numbers of people beneficiaries, set up accounts, issue cards, involved and whether they will be set up at once or in etc? (please indicate set-up time required intervals. from signing of contract)

TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes

Can beneficiaries receive the whole Yes amount as cash? Specify any limits on the proportion of the cash transfer which beneficiaries can None receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your 28 Branches across Zimbabwe, Representation in outlets / network? If a map of coverage is Harare, Beitbridge, Bulawayo, Chinhoyi, Chiredzi, available please provide this. Gokwe, Gweru, Kadoma, Kwekwe, Masvingo, Mutare, Rusape, Victoria Falls, Zvishavane. 40 ATMs countrywide

Can the existing service be extended to Yes in some cases provide a service in locations not served by your current infrastructure / network? If „Yes‟, how would this be done? Arrangements to be made depending on viability as well as after considerations of the impact of the changes What time scale would be required for Depends on Complexity providing extended coverage? What additional cost would be involved in Connectivity cost will depend on the location and the providing increased coverage? service provider Does the cash delivery system require Yes connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to Generators are in place address outages ? (e.g. system offline, poor connection, power cuts). What times is the service accessible at? Cash withdrawal 8.00am - 3.00pm during the week (e.g. opening hours / days of the week) 8.00an – 11.30am on Saturdays ATM 24/7 Would beneficiaries have to withdraw all They can make multiple withdrawals the cash in one transaction or can they make multiple smaller withdrawals? Describe your company‟s experience in We have wide coverage and are represented in most of dealing with large amounts of small the towns in Zimbabwe. deposits and with rural communities. What difficulties would you anticipate in Accessibility and coverage. using this system to deliver cash to people living in remote rural areas?

VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable No restrictions on eligibility provided the beneficiaries (disabled, child headed accountholder is 18 years old households, illiterate, etc.). Please specify any restrictions on access / eligibility. What arrangements could be provided to Powers of attorney wherein authority is given to a enable these groups to access the service? trusted third party to transact on behalf of the beneficiary

SET UP CHARGES FEE ($) Registration cost per beneficiary To be agreed

Set up charge per beneficiary account. Please provide details. Client (include cost of issuing cards, any ID). Are these costs met by the service provider or the client? Provide details of costs of providing any hardware (e.g. Point-of- Service Provider Sale devices, card readers, etc) Are these costs met by the service provider or the client?. Are there any other administrative and overhead charges? Please specify.

TRANSACTION CHARGES FEE ($)

Cash Deposit to all Beneficiary Account by NGO / Cash Deposit – No charge Agency (cost per monthly transfer made to all Inter account - $1 per transaction beneficiaries) Cash Withdrawal(s) by Beneficiary 0.5% of value min US$3 ATM – US$2.50 per transaction Cash Deposit by Beneficiary No Charge

In store purchase US$0.80 per transaction

Money Transfer Inter account - $1 per transaction, RTGS – US$3 Telegraphic transfers – 0.5% of value min US$15 max US$150 Bill Payment Varies per biller agreement

Balance Enquiry No Charge

Statement for All Accounts Provided to NGO / E-Statements – No charge Agency Other Recurring or Transaction Charges (specify Monthly Maintenance Fees – Personal US$5; type and amount) Corporate US$20

SECURITY PRECAUTIONS What measures would be provided to prevent theft Money is insured. or ensure money is not stolen or fraudulently Risk desk control measures in place. accessed? Specify any security precautions or Dual control insurance provided, and any associated charges. Verifying of signature EFTOS. (Electronic Funds Transfer Operating Standards). This is a standard which is used by Barclays Bank to govern the acceptance and secure processing of transfers. This involves calling customer to confirm that they have authorised a third party to transact on their behalf before funds have been processed.

ANY ADDITIONAL RELEVANT INFORMATION We need to know the numbers involved for planning purposes. Location where the beneficiaries are based. Volumes of cash required and the breakdown so that we can come up with a low value high volume transaction business model with low cost

2.5 Kingdom Bank (Kingdom Cell Card) ORGANISATION DETAILS Company / Organisation Name Kingdom Bank Limited (Kingdom CellCard)

Contact Person Timothy Chikomo – [email protected], (include email and telephone number) Tel 263 4 749400-9, Fax 263 4 798800 Cell 0772 240 012. Type of Organisation / Company (e.g. bank, Commercial Bank. merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could Kingdom CellCard is an integrated mobile payment be used for transferring cash to platform through cellphone,Point of Sale, Automated beneficiaries of humanitarian programs. Teller Machines, internet and Debit card.Services include, send and receive money, cash withdrawal and deposit, purchase , Funds transfer , sms alerts,bill payments, airtime topup, balance inquiry and Cardless ATM withdrawal. Can the delivery system be used for Bill payments - $0.30 savings or for other functions such as Cash withdrawal -.75% ( Min.$0.10 Max$1.00 remittances, bill payment, bulk SMS etc? Funds transfer -$0.15 If „Yes‟, please specify types of functions POS Purchase- $0.30 available and any associated charges. Cash Deposit – free Airtime topup- free Bulk sms- Is the cash delivery system and / or Yes database computerized? Does the systems allow the monthly Yes transfer amount to be varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small denomination Yes notes be provided, e.g. through ATM, mobile bank or point of sale device, etc.? Would the system have the capacity to Yes the system can deal with large number of deal with large number of beneficiaries beneficiaries as services are available through without disruption or long queues? merchants, ATMs , Mobile phones and banking Halls, queues are inevitable in this mass market environment. Which humanitarian organizations have Help Germany (2010) you previously worked delivered cash for? PRP – current Mercy Corps – Current FAO- current ACCOUNT CONDITIONS Identity documents required by beneficiary National ID, Driver‟s licence or valid passport. (e.g. National ID, birth certificate etc.) Other Beneficiary Information or Completion of one page account opening form. Documents Required for Registration and / or Account Opening Minimum Account Balance none

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)

The Agency is required to have account details of beneficiaries and these can be funded from the Agency account within the bank or by bank transfer from another bank. Payment can also be made by electronic means such as Paynet.

LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register In case of many beneficiaries , community bankers will beneficiaries, set up accounts, issue cards, be used to open accounts. Cards are issued instantly on etc? (please indicate set-up time required opening of the account. from signing of contract) TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes

Can beneficiaries receive the whole Yes , through selected merchants, ATMs and our amount as cash? bank branches. Specify any limits on the proportion of No limit. the cash transfer which beneficiaries can receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your Our system covers the entire country because it has outlets / network? If a map of coverage is capacity of operate offline and also the devices can store available please provide this. power for up to 72 hours. Can the existing service be extended to Yes provide a service in locations not served by your current infrastructure / network? If „Yes‟, how would this be done? Our system uses long life butteries and offline processing.

What time scale would be required for Already established. providing extended coverage? What additional cost would be involved in More terminals and purchase of extra long life butteries providing increased coverage? and the funding for daily operations. Does the cash delivery system require It operates offline and will require network connectivity connectivity to operate? (internet access, to upload transactions to the backend system to Harare. telephone network, etc) Please specify. What back-up systems are available to Power and connectivity are already dealt with in the address outages ? (e.g. system offline, system design and architecture. poor connection, power cuts). What times is the service accessible at? The system is 24/7 and depends on the opening hours of (e.g. opening hours / days of the week) the agro –dealers. Would beneficiaries have to withdraw all The can make multiple transactions the cash in one transaction or can they make multiple smaller withdrawals? Describe your company‟s experience in The experience has been comprehensive because of dealing with large amounts of small involvement with Help Germany , PRP, Mercy Corps and deposits and with rural communities. FAO. What difficulties would you anticipate in Our system does not involve the handling of physical using this system to deliver cash to people because money is loaded on debit cards. The cards will

31 living in remote rural areas? then be used at the redemption.

VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Yes it can be used because its user friendly nature as it beneficiaries (disabled, child headed is available in the shops the groups are already using in households, illiterate, etc.). Please specify their local area. any restrictions on access / eligibility. What arrangements could be provided to Already available as stated above. enable these groups to access the service? SET UP CHARGES FEE ($) Registration cost per beneficiary Registration free.

Set up charge per beneficiary account. Please provide Set up cost is $1 for the issuance of the debit details. (include cost of issuing cards, any ID). Are card. these costs met by the service provider or the client? Provide details of costs of providing any hardware These are bank assets. Depending on the (e.g. Point-of-Sale devices, card readers, etc) Are these program, additions installations and software costs met by the service provider or the client?. customisation may be charged. Are there any other administrative and overhead Travel and subsistence for special projects charges? Please specify. will need to budgeted for. TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by NGO / Agency $1 per beneficiary deposit. (cost per monthly transfer made to all beneficiaries) Cash Withdrawal(s) by Beneficiary 0.75% min $0.10 Max $1.00

Cash Deposit by Beneficiary Free In store purchase $0.30 Money Transfer $0.15

Bill Payment $0.30 Balance Enquiry $0.03 Statement for All Accounts Provided to NGO / Agency Free

Other Recurring or Transaction Charges (specify type and amount)

SECURITY PRECAUTIONS What measures would be provided to The system is audited by our internal audit, external prevent theft or ensure money is not stolen audit and approved by the Central Bank. The card or fraudulently accessed? Specify any and cell phone channels are PIN based. security precautions or insurance provided, and any associated charges.

ANY ADDITIONAL RELEVANT INFORMATION

Section 3 : Mobile Phone Transfer Companies 3.1 Econet Wireless Zimbabwe Ltd. (EcoCash)

ORGANISATION DETAILS Company / Organisation Name Econet Wireless Zimbabwe Limited Contact Person Nkosinathi Ncube (include email and telephone number) 0774222124 Email: [email protected] Type of Organisation / Company (e.g. bank, Mobile Network Provider merchant, mobile phone company, etc.)

SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could EcoCash is a service which enables Econet be used for transferring cash to subscribers to send money across all networks in beneficiaries of humanitarian programs. Zimbabwe. Humanitarian programs can thus register with EcoCash and send money to their beneficiaries for as long as they own a cell phone, irrespective of the network they are on. Can the delivery system be used for Besides sending money to intended beneficiaries, savings or for other functions such as the system can be used to store electronic value in remittances, bill payment, bulk SMS etc? the e-wallet as well as effect bill payments. If „Yes‟, please specify types of functions available and any associated charges. Is the cash delivery system and / or Yes the database is computerised, but users just database computerized? need their cell phones to access the functions. Does the systems allow the monthly Yes the sender can vary amounts to recipient up to transfer amount to be varied? (e.g. to adjust $2 000 a month. for household size or in response to inflation) Can large amounts of small denomination Availability of different denominations depends on notes be provided, e.g. through ATM, the Agent from where the Cash out (withdrawal) is mobile bank or point of sale device, etc.? being done). Currently maximum Cash-Out per day is $500. Would the system have the capacity to The system does have the capacity to deal with deal with large number of beneficiaries large number of beneficiaries as we have a wide without disruption or long queues? network of Agents across the country in all Districts through which Cash-Outs (withdrawals) can be done. Which humanitarian organizations have you previously worked delivered cash for?

ACCOUNT CONDITIONS Identity documents required by beneficiary Identity documents are required in the form of National (e.g. National ID, birth certificate etc.) I.D, driver‟s licence or passport to effect a withdrawal. Other Beneficiary Information or To register, the original identity document plus a copy Documents Required for Registration and / thereof is required. or Account Opening Minimum Account Balance None (state “none”, or specify amount)

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider) The Humanitarian agent is registered as a Merchant for Ecocash. They then send a Bulk Payments file to be processed, created in CSV (Comma delimited) format. The system then encrypts that file and sends it to the EcoCash system, where it is pre-validated. Once the file is read, it is determined whether the merchant has sufficient funds in their account to pay out all the transactions. . IF there are sufficient funds, each entry in the staging table, which represents a transfer transaction, is actioned, and the transfers take place, as per the current "Send Money" transactions. Each transfer transaction will send an SMS to the recipient. Upon completion of the processing all the entries, an SMS will be sent to merchant with confirmation of payments and totals. A report file is generated after all the transactions have completed indicating successful and unsuccessful transactions and total amount paid. Both the error and report files can be mailed as part of the flow through the bulk processor. LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register beneficiaries, Registration for EcoCash is instant and the set up accounts, issue cards, etc? (please indicate customer‟s Econet cell phone number becomes set-up time required from signing of contract) his account number. TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? The customer can withdraw cash from his e-wallet by performing a cash-out at any registered Agent. Can beneficiaries receive the whole Beneficiaries receive the whole amount as e- amount as cash? money, which they then cash-out at the nearest EcoCash Agent. Specify any limits on the proportion of the Beneficiaries receive the whole amount and can cash transfer which beneficiaries can cash out up-to $500 a day and up-to $2 000 per receive as cash. month. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your Detailed Map available from all Agents. outlets / network? If a map of coverage is available please provide this. Can the existing service be extended to Service is available in areas not covered by our network provide a service in locations not served as money can be sent to beneficiaries on other mobile by your current infrastructure / network? networks. If „Yes‟, how would this be done? Funds can be transferred to beneficiaries on other mobile networks present in those areas. What time scale would be required for 1 month providing extended coverage? What additional cost would be involved in None providing increased coverage? Does the cash delivery system require It requires mobile network connectivity connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to Generators are available to back up our base stations. address outages ? (e.g. system offline, poor connection, power cuts). What times is the service accessible at? Opening hours vary per Agent, but most rural agents are (e.g. opening hours / days of the week) open every day of the week, while some city Agents open beyond banking hours.

Would beneficiaries have to withdraw all If beneficiaries are registered for Ecocash, they have an the cash in one transaction or can they e-wallet which they can operate like a banking account. make multiple smaller withdrawals? This allows them to make multiple small withdrawals as they please. However, if they are not registered, they have to withdraw the whole amount in one transaction. Describe your company‟s experience in The bulk payments option is available from December dealing with large amounts of small 2011, but we do not anticipate any major challenges. We deposits and with rural communities. have several educational campaigns to educate the rural communities on the product. We also have a wide network of rural agents to ensure that the rural community is well serviced. What difficulties would you anticipate in We do not anticipate any challenges as we already have using this system to deliver cash to people existing rural agents who assist customers with cash- living in remote rural areas? outs when they receive funds from loved ones. VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable The service can be used by anyone who has basic beneficiaries (disabled, child headed literacy levels, as long as they can operate a cell phone. households, illiterate, etc.). Please specify Cash outs however can only be done by persons over 16 any restrictions on access / eligibility. years as one would need to have national identification. What arrangements could be provided to Funds would have to be sent to alternative beneficiaries enable these groups to access the service? over 16 years old. SET UP CHARGES FEE ($) Registration cost per beneficiary Free Set up charge per beneficiary account. Please The customer‟s cell phone number becomes his provide details. (include cost of issuing cards, account number as long as the customer has a cell any ID). Are these costs met by the service phone and line. provider or the client? Provide details of costs of providing any The agent provides his own cell phone, but Econet hardware (e.g. Point-of-Sale devices, card provides the line necessary to execute the readers, etc) Are these costs met by the service transactions. provider or the client?. Are there any other administrative and None overhead charges? TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by TBA NGO / Agency Cash Withdrawal(s) by Beneficiary 3% by registered user, free by unregistered user.

Cash Deposit by Beneficiary Free In store purchase TBA Money Transfer 2% to a registered user, 7% with a max cap of $6 to an unregistered user. Bill Payment TBA Balance Enquiry Free Statement for All Accounts Provided to NGO / Free Agency Other Recurring or Transaction Charges (specify type and amount) 35

SECURITY PRECAUTIONS What measures would be provided to The beneficiary has a secret PIN that he uses to prevent theft or ensure money is not stolen access his account as well as perform cash-outs. or fraudulently accessed? Specify any The beneficiary is also positively identified at point security precautions or insurance provided, of cash-out to ensure that funds are accessed by the and any associated charges. right person. ANY ADDITIONAL RELEVANT INFORMATION

3.2 NetOne (OneWallet) ORGANISATION DETAILS Company / Organisation Name NetOne

Contact Person John Monkasi (include email and telephone number) [email protected] 0712 908 618 Type of Organisation / Company (e.g. Telecommunications Company bank, merchant, mobile phone company, etc.) RELEVANT BACKGROUND INFORMATION

Despite repeated requests by email and telephone, NetOne failed to provide details of the money transfer services they offer. It is unclear if this is due to a lack of interest in partnering with humanitarian agencies in cash delivery or some other reason.

SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could From information available on the company‟s be used for transferring cash to website, it is apparent that Net One provided mobile beneficiaries of humanitarian programs. phone money transfer services, believed to be similar to those offered by Econet. The following information is from the company‟s website.

NetOne has launched a mobile financial services in Zimbabwe called One Wallet, answering to the call of many subscribers for a facility that will effect money transfer. Money transfer can take place on NetOne to NetOne traffic and across networks.

One Wallet also enables customers to top up their airtime, top up another person‟s airtime account and pay utility bills via mobile phone.

This product is for the banked and the unbanked subscribers. ‟One Wallet‟ is a mobile banking facility enabling customers to send and receive cash via an SMS based transaction, regardless of whether one has a bank account or not.

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider)

The mechanics of sending the money are that the sender opens a One Wallet virtual account where they will deposit a sum to the intended receiver who will receive the money in a password controlled transaction. The receiver will also use a password to retrieve the money from certified One Wallet money agents such as all the NetOne branded One World Shops and some banks across the country. More money receiving agents are being recruited by the network to make sure that customers have

37 convenient redemption centres for their money.

The sender needs to first of all swap their SIM card from the current 32kilobyte memory size to a higher memory size of 128 kilobytes SIM card which stores more data and can handle more information so that their transactions run smoothly. The advantage with a 128 kb SIM card is that it will handle heavier data usage enabling the menu driven instructions a lot easier to follow.

Data on tariffs etc. is not available due to the failure to obtain a completed data for from Netone.

SECURITY PRECAUTIONS What measures would be provided to The 128kb memory size SIM card provides sufficient prevent theft or ensure money is not stolen memory size for the encryption algorithm that affords or fraudulently accessed? Specify any greater degree of security of the money transfer services. security precautions or insurance provided, and any associated charges.

Section 4 : Merchants and E-Voucher Providers 4.1 OK Zimbabwe (Shop Easy Card) ORGANISATION DETAILS Company / Organisation Name OK Zimbabwe Limited

A. Chipo Mashingaidze (Ms) Marketing Manager, OK Zimbabwe Limited Contact Person Tel: 757311-9, Mobile: 0712 622 984 (include email and telephone number) [email protected] Type of Organisation / Company (e.g. bank, Retailer merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could The Shop easy Card is a voucher card which works be used for transferring cash to on the same basis as a debit card. Money is loaded beneficiaries of humanitarian programs. onto the card and the beneficiary of the card can access it either through cash or through the purchase of groceries. It offers security and convenience in that the beneficiary does not have to carry cash and they can access the value at any OK store nationwide. Print outs can be acquired on request. Every transaction is available in the system. Can the delivery system be used for The card can be used for savings and cash transfer savings or for other functions such as but not the other services. remittances, bill payment, bulk SMS etc? If „Yes‟, please specify types of functions available and any associated charges. Is the cash delivery system and / or Yes it is. database computerized? Does the systems allow the monthly Yes it does. transfer amount to be varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small denomination Cash can be accessed through our various stores notes be provided, e.g. through ATM, nationwide in various denominations. mobile bank or point of sale device, etc.? Would the system have the capacity to Yes it has. With 52 branches nationwide, there deal with large number of beneficiaries would be no capacity challenge. without disruption or long queues? Which humanitarian organizations have Red Cross, Caritas, Africare, you previously worked delivered cash for? ACCOUNT CONDITIONS Identity documents required by beneficiary National ID (e.g. National ID, birth certificate etc.) Other Beneficiary Information or First Name and Surname. Documents Required for Registration and / or Account Opening Minimum Account Balance There is no minimum balance required. (state “none”, or specify amount)

HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider) The organisation needs to detail their requirements to OK (contact Mr. M Chingaira) and sign a memorandum of Understanding based on what has been agreed. Thereafter, the organisation is required to send its list of beneficiaries with First Name, Surname, National Identity and the benefit value to OK Zimbabwe and process a lump sum amount covering all the beneficiaries into the OK account. OK creates cards and loads them with the prescribed amount. LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register Depending on the number of beneficiaries, from four beneficiaries, set up accounts, issue cards, days to one week. etc? (please indicate set-up time required) TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes.

Can beneficiaries receive the whole Not preferred. amount as cash? Specify any limits on the proportion of the This is agreed with the donor organisation in cash transfer which beneficiaries can advance. receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your OK has 52 branches spread in all the major towns and outlets / network? If a map of coverage is cities in Zimbabwe. available please provide this. Can the existing service be extended to Not currently. provide a service in locations not served by your current infrastructure / network? If „Yes‟, how would this be done? N/A What time scale would be required for providing extended coverage? N/A What additional cost would be involved in N/A providing increased coverage? Does the cash delivery system require Yes – on internet connectivity. connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to All our outlets are equipped with standby generators. address outages ? (e.g. system offline, poor connection, power cuts). What times is the service accessible at? As long as our stores are open. Most close at 2000 hours. (e.g. opening hours / days of the week) Would beneficiaries have to withdraw all No. They can use money as and when they need it. the cash in one transaction or can they make multiple smaller withdrawals? Describe your company‟s experience in We have vast experience in that. Please refer to the NGOs dealing with large amounts of small mentioned above. deposits and with rural communities. What difficulties would you anticipate in People in rural areas still have to travel to towns and using this system to deliver cash to people cities as we have no rural outlets presently. living in remote rural areas?

VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Yes. The donor organisation would need to give a beneficiaries (disabled, child headed reference number for each of these beneficiaries. households, illiterate, etc.). Please specify any restrictions on access / eligibility. What arrangements could be provided to enable these groups to access the service? SET UP CHARGES FEE ($) Registration cost per beneficiary None Set up charge per beneficiary account. Please provide details. (include cost of issuing cards, any ID). Are these costs met by the service provider or the client? None Provide details of costs of providing any hardware (e.g. Point-of- Sale devices, card readers, etc) None Are there any other administrative and overhead charges? Please specify. None TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by NGO / Agency (cost per monthly transfer made to all beneficiaries) None

Cash Withdrawal(s) by Beneficiary None

Cash Deposit by Beneficiary None

In store purchase None

Money Transfer None

Bill Payment N/A

Balance Enquiry None

Statement for All Accounts Provided to NGO / Agency None

Other Recurring or Transaction Charges (specify type and amount) None SECURITY PRECAUTIONS What measures would be provided to The Customer‟s National Identity number / or prevent theft or ensure money is not stolen reference number is currently the main security or fraudulently accessed? Specify any feature although we are in the process of factoring in security precautions or insurance provided, PIN numbers. and any associated charges. ANY ADDITIONAL RELEVANT INFORMATION

4.2 Redan Mobile Transactions (SPLASH Vouchers) ORGANISATION DETAILS Company / Organisation Name Redan Mobile Transactions

Contact Person Tyler Cornish [email protected] 487933 (include email and telephone number) Type of Organisation / Company (e.g. bank, Electronic Transactions merchant, mobile phone company, etc.) SERVICES FOR TRANSFERRING CASH TO BENEFICIARIES Describe the services offered which could Voucher based system whereby beneficiary can be used for transferring cash to beneficiaries redeem voucher at specific points for cash or of humanitarian programs. products Can the delivery system be used for savings Yes but not available in Zimbabwe or for other functions such as remittances, bill payment, bulk SMS etc? If „Yes‟, please specify types of functions available and any associated charges. Is the cash delivery system and / or database Yes, system runs live computerized? Does the systems allow the monthly transfer Yes amount to be varied? (e.g. to adjust for household size or in response to inflation) Can large amounts of small denomination Yes, through retail outlets notes be provided, e.g. through ATM, mobile bank or point of sale device, etc.? Would the system have the capacity to deal Yes, unlimited with large number of beneficiaries without disruption or long queues? Which humanitarian organizations have you WFP, SDC, FAO & IRD previously worked delivered cash for? ACCOUNT CONDITIONS Identity documents required by beneficiary National ID, Birth Certificate or Clinic OI Number (e.g. National ID, birth certificate etc.) Other Beneficiary Information or NGO decides what documents are required Documents Required for Registration and / or Account Opening Minimum Account Balance N/A (state “none”, or specify amount) HOW THE CASH TRANSFER PROCESS WORKS NGO uploads registered beneficiaries onto the system, vouchers are then created and printed these are then distributed at distribution points to the registered beneficiary upon producing required registration document. Beneficiary is then entitled to redeem voucher at selected retailers for products/cash specified for that selected project. Voucher can be redeemed 30 days from collection. A more detailed description of function of the system can be given upon request.

LEAD TIME REQUIRED FOR SERVICE PROVISION How long would it take to register From time of beneficiary registration to receiving their beneficiaries, set up accounts, issue cards, voucher only take 5 mins. etc? (please indicate set-up time required from signing of contract) TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? Yes

Can beneficiaries receive the whole amount as Yes depending on requirements from NGO cash? Specify any limits on the proportion of the cash N/A transfer which beneficiaries can receive as cash. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your Currently in Urban areas where cash liquidity is outlets / network? If a map of coverage is available. The system can operate wherever there available please provide this. is cellphone coverage. Can the existing service be extended to provide Yes a service in locations not served by your current infrastructure / network? If „Yes‟, how would this be done? Manual system

What time scale would be required for providing Depends on coverage required extended coverage? What additional cost would be involved in As above providing increased coverage? Does the cash delivery system require Yes, telephone network connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to address Computer system never goes down as backup outages ? (e.g. system offline, poor connection, servers are in place but network downtime is out power cuts). of our control What times is the service accessible at? (e.g. 24/7 opening hours / days of the week) Would beneficiaries have to withdraw all the Yes cash in one transaction or can they make multiple smaller withdrawals? Describe your company‟s experience in dealing N/A with large amounts of small deposits and with rural communities. What difficulties would you anticipate in using Network coverage and cash availability this system to deliver cash to people living in remote rural areas? VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable Yes beneficiaries (disabled, child headed households, illiterate, etc.). Please specify any restrictions on access / eligibility. What arrangements could be provided to enable N/A these groups to access the service?

SET UP CHARGES FEE ($) Registration cost per beneficiary See transaction charges

Set up charge per beneficiary account. Please provide details. (include cost of issuing cards, any ID). Are these costs met by the See transaction charges service provider or the client? Provide details of costs of providing any hardware (e.g. Point-of- Cell phone and Data Line monthly Sale devices, card readers, etc) Are these costs met by the service rental $25 per item provider or the client?. Are there any other administrative and overhead charges? Yes, management fees and system Please specify. maintenance fee

TRANSACTION CHARGES FEE ($) Cash Deposit to all Beneficiary Account by NGO Setup charge is included in transaction fee all / Agency cash deposits and withdrawals at retail outlets (cost per monthly transfer made to all beneficiaries) are included in this fee. Transaction fees start from $1 this fee depends on volume of beneficiaries on the project.

Cash Withdrawal(s) by Beneficiary N/A

Cash Deposit by Beneficiary N/A

In store purchase N/A

Money Transfer N/A

Bill Payment N/A

Balance Enquiry N/A Statement for All Accounts Provided to NGO / Agency Free Other Recurring or Transaction Charges (specify type and amount) Training fee is applicable

SECURITY PRECAUTIONS What measures would be provided to As transaction requires beneficiaries ID and prevent theft or ensure money is not stolen voucher number as they are both unique it is or fraudulently accessed? Specify any impossible for fraud to take place, as the system is security precautions or insurance provided, live these numbers are verified immediately on the and any associated charges. system. Bank performance bond letters are put in place to safeguard NGO‟s money ANY ADDITIONAL RELEVANT INFORMATION

4.3 Connect the World ORGANISATION DETAILS Company / Organisation Name Connect The World (Pvt) Ltd

Isaac Nyambiya Contact Person [email protected]; [email protected] (include email and telephone number) +263 734 086949(Mob); +263 4 2932427 (Tel) Type of Organisation / Company (e.g. bank, IT/Telecommunications merchant, mobile phone company, etc.) SERVICES FOR TRANSFERING CASH TO BENEFICIARIES Describe the services offered which could CTW has an e-commerce platform which offers digital be used for transferring cash to wallets and money transfer services in conjunction with beneficiaries of humanitarian programs. its wide distribution of dealer networks Can the delivery system be used for YES savings or for other functions such as The platform can do the following functions remittances, bill payment, bulk SMS etc? (i) transfer money electronically If „Yes‟, please specify types of functions (ii) Deposit and do treasure services at the local dealers available and any associated charges. (iii) Bill payments for electricity; water; gas, airtime etc can be transacted because the system can be interfaced to utilities system. (iv) USSD based enquiries and transactions (v) I.P based enquiries and transactions Is the cash delivery system and / or YES everything is delivered from a central server onto database computerized? which the e-commerce system in centrally installed and accessible from any Point Of Sale (POS) such as a mobile phone; till or any designated dealer with a specialised WAP based phone Does the systems allow the monthly Because the system can be configured to be PINLESS, transfer amount to be varied? (e.g. to adjust any denominations from 1c; 37c, US$1 or more can be for household size or in response to inflation) transacted. Can large amounts of small denomination From the dealer network of more than 200 agents notes be provided, e.g. through ATM, countrywide the system can dispense various mobile bank or point of sale device, etc.? denominations. CTW is currently finishing interfacing with two designated banks with a wide countrywide branch network from which beneficiaries can draw down on amounts allocated to them Would the system have the capacity to The system has the capacity to deal with 10 million deal with large number of beneficiaries transactions without bulking; As such it is scalable; is without disruption or long queues? situated in a cold room environment so that it will not heat up. The system also has an Uninterrupted Power Supply backup power pack such that in the absence of electrical power, it can still be accessible Which humanitarian organizations have DFID, CAFOD, DAPP, ActionAID, World Vision, you previously worked delivered cash for? GRM, CDM, EAIF, Solon Foundation, PRP etc ACCOUNT CONDITIONS Identity documents required by beneficiary National I.D; Driver Licence; Passport; Personalised I.D (e.g. National ID, birth certificate etc.) provided by our e-Commerce platform Other Beneficiary Information or Marital Status, Number of dependents; Work status; Documents Required for Registration and / or Account Opening

Minimum Account Balance None (state “none”, or specify amount) HOW THE CASH TRANSFER PROCESS WORKS Briefly outline the process (required actions and responsibilities of humanitarian Agency and Cash Transfer Service Provider) (a) Accounts are created for the beneficiary in a community based outreach programme, a programme done in conjunction with Agency and CTWs agents (b) Cash transfer agency electronically transfers funds to CTW‟s central programme bank account (c) Connect 24/7 system will automatically pick up the bank transfer from the Agency and credit the Agency account in Connect 24/7instantly. (d) Pay amounts for each beneficiary will then be transferred from the DP main Connect 24/7 account to the designated Dealers Connect 24/7 account with the payment details (Unique pay amount, Identity number and unique beneficiary group number) per the dually counter-signed pay lists submitted by the Agency. (e) CTW‟s Cash Paypoint agent senior official will then view the statement of electronic transfer details on the mobile device from their in-community premises and begin completing the Cash Payment Summary Form (In quadruplicate) with following details: - Beneficiary identity number - Unique beneficiary group number - Pay amount

FOR MORE DETAIL SEE A DESCRIPTION OF THE ENTIRE PROCESS IN THE DOCUMENT ATTACHED AND ENTITLED Rural Agricultural Input Program. LEAD TIME REQUIRED FOR SERVICE PROVISION This will depend on information available. Assuming How long would it take to register preliminary biometric registration is available through beneficiaries, set up accounts, issue cards, the Agency the time frames are as follows, etc? (please indicate set-up time required (i) capturing of information-1 wk or less from signing of contract) (ii) Verification process will involve beneficiaries visiting our agent at the designated points-2-4 wks TRANSFER SYSTEMS INVOLVING PAYMENT POINTS IN MERCHANTS Can cash-back be provided? YES; as long as the prescribed dealer has money for treasury Can beneficiaries receive the whole YES amount as cash? Specify any limits on the proportion of the This will also depend on the agent from which they are cash transfer which beneficiaries can receiving the money. If it is a shop in the rural areas, they receive as cash. may be required to spend some of the money as service provision to the agent. Ideally the whole idea of electronic money transfer is to encourage an CASHLESS society in which beneficiaries do not carry cash around with its attendant risks. GEOGRAPHICAL COVERAGE, ACCESSIBILITY What is the geographical coverage of your Our system has a dealer network of more than 200 outlets / network? If a map of coverage is agents throughout the whole country some of whom we available please provide this. have been used to dispense airtime Can the existing service be extended to YES provide a service in locations not served by your current infrastructure / network?

If „Yes‟, how would this be done? With special WAP based mobile phones with more functionalities as POS, cash dispensaries can be installed in areas where facilities are scarce. If internet connections are also available where mobile networks may not reach (highly unlikely), POS machine can be installed. Alternatively a mobile kiosk can be driven around on designated days for offering services. What time scale would be required for 1 month providing extended coverage? What additional cost would be involved in About US$300 000 providing increased coverage? Does the cash delivery system require Requires mobile networks but is also I.P based connectivity to operate? (internet access, telephone network, etc) Please specify. What back-up systems are available to The system has a fully functional UNINTERRUPTED address outages? (e.g. system offline, POWER SUPPLY (UPS) poor connection, power cuts). What times is the service accessible at? Cash transfers in which cash is not being physically (e.g. opening hours / days of the week) transacted are available 24 hrs Cash disbursement can only be done 08 00 hrs to 17 00 hrs Would beneficiaries have to withdraw all Because beneficiary have a DIGITAL WALLET, they the cash in one transaction or can they can opt to withdraw their monies as and when they wish make multiple smaller withdrawals? as in a normal bank. However the whole idea of mobile banking is to encourage CASHLESS TRANSACTIONS. Describe your company‟s experience in CTW has dealt with many NGOs in introducing the dealing with large amounts of small concept of cash programming onto the Zimbabwean deposits and with rural communities. market. These NGOs include DFID, CAFOD, DAPP, ActionAID, World Vision, GRM, CDM, EAIF, Solon Foundation, PRP etc. The company was one of the first to introduce the concept in Zimbabwe although many NGO seemed not to understand. What difficulties would you anticipate in The system depends on good connectivity all the time using this system to deliver cash to people from the Mobile Networks as it depends on the USSD living in remote rural areas? protocol VULNERABLE CLIENTS AND SPECIAL NEEDS GROUPS Can the service be used by vulnerable YES, but people who are visually impaired or have beneficiaries (disabled, child headed hearing difficulties would have to have extra assistance households, illiterate, etc.). Please from family or community members specify any restrictions on access / eligibility. What arrangements could be provided to Family members of other members of the community enable these groups to access the service? through the village headmen where no family members exist would be tasked in helping some vulnerable members SET UP CHARGES FEE ($) Registration cost per beneficiary 0

Set up charge per beneficiary account. 0 Please provide details. (include cost of issuing cards, any ID). Are these costs met by the service provider or the client?

Provide details of costs of providing any (i) POS- $400 000 hardware (e.g. Point-of-Sale devices, card(ii) Cards-20 000 readers, etc) Are these costs met by the It would be helpful if the Agency helps in financing for service provider or the client? some of the hardware. CTW has already invested more than US$1.0 million in the current hardware and software and putting together the distribution network Are there any other administrative and overhead charges? Please specify. TRANSACTION CHARGES* FEE ($) (See Disclaimer below) Cash Deposit to all Beneficiary Account 2% of amount by NGO / Agency (cost per monthly transfer made to all beneficiaries) 1.5% of amount withdrawn. NB. The idea is to discourage beneficiaries using physical cash because of its attendant cost and Cash Withdrawal(s) by Beneficiary risk but to transact electronically 0 c Cash Deposit by Beneficiary SWITCH charges + US$ 0.25 Service provider In store purchase transaction fee Money Transfer (i) Local-25c per transaction (ii) International:- Standard (i) Local VISA charges + US$ 0.25 per transaction whatever (ii) International amount SWITCH charges +US$ 0.25 per transaction Bill Payment 0c Balance Enquiry Statement for All Accounts Provided to 5 c per page for an electronic delivery statement NGO / Agency Other Recurring or Transaction Charges (specify type and amount) SECURITY PRECAUTIONS What measures would be provided to The system has sufficient security features as outlined below: prevent theft or ensure money is not Security stolen or fraudulently accessed? Specify 1. Complete user details any security precautions or insurance 2. User profile maintenance provided, and any associated charges. 3. User login with username and password 4. Database and terminal identification 5. End-to-end PIN encryption a) 256 bit encryption of PIN number b) Each distribution channel is secured by a unique encryption seed ANY ADDITIONAL RELEVANT INFORMATION Technical overview The CTW platform is an end-to-end solution catering for all parties in the distribution channel, regardless of the number of distribution levels, from the end dealer right up to the network operator. CTW is a real-time distribution and management control system, facilitating the electronic purchase and sale of electronic vouchers (PIN based) and delivery of electronic top-up (PIN-less) throughout the distribution channel to the final point of delivery. Various delivery devices can be utilised ranging from PC‟s with a Windows based application, POS terminals, through to ATM‟s.

These devices interface with CTW via an existing communications infrastructure (WAP, USSD, Copper cable, SMS), making it very versatile and adaptable in unstructured markets like Zimbabwe and equally useful in structured markets like RSA (another market the platform is in use). They can operate in an online or offline environment allowing electronic vouchers (PIN based) to be ordered in batches and stored on the device, which can then be sold if the end dealer is offline. CTW has a complete solution with accounting functions, audit, encryption of recharge dispensed and tracking mechanisms. Our full solution has many more exciting features and our technical engineers are always ready to share with your technical team any interesting technical points as we are involved in ICT consultancy in the region.

FOR MORE DETAIL SEE A DESCRIPTION of the CONNECT 24/7 Services as an ATTACHMENT Connect 24-7 Customer Instructions. (in Appendices)

Disclaimer

*Transaction Charges are subject to change depending on market conditions

Section 5 : Appendices Appendix 1: Persons Contacted to Request the Data Form Company Person Contacted / Arranging the Completion of the Form

FORMS RECEIVED FROM: TN Bank Lindiwe Majoni Head- TN Cash Card [email protected] POSB Hope Marere Marketing Manager [email protected] Econet Nkosinathi Ncube, Mobile Money Executive [email protected] 0774 222 124 E-Mali / Thule Lenneiye TETRAD Head of Operations, E-mali Bank [email protected] 04 253610 / 0772 124 164 Connect the Isaac Nyambiya World [email protected]; [email protected] +263 734 086949(Mob); +263 4 2932427 Redan Mobile Landline 04 86837 - 8 Transactions Angela Bowen (0772 423 995) [email protected] OK A. Chipo Mashingaidze, Marketing Manager, OK Zimbabwe Limited Supermarket Tel: 757311-9, Mobile: 0712 622 984 [email protected] CABS Arthur Nyazika, Client Relationship Executive CABS Central Avenue, Cnr Fourth Street /Central Ave, P O Box 2798 Harare Telephone: 04 - 252861 - 7 Cell: 0774 647 710 email: [email protected] Barclays Bank Harare Mr Lawrence Nyazema (signatory to the MOU), Barclays Bank, 2 Premium Close, Mt Pleasant Tel: 04 – 757996 Kingdom Cloud Nhau, Merchant Services Relationship Adviser, Kingdom Bank Bank 0772 746 517 Email: [email protected] Mr. Timothy Chikomo, Email: [email protected] 0772 240 012 FORMS NOT RECEIVED FROM: Net-One / One John Monkasi, [email protected] Tel: 0712 908 618 Wallet Spar Chiedza Makmova, Advertising Manager, SPAR. Tel: 745724/745770 Mobile: 0775611780 Email: [email protected]

SPAR shops are independently owned (franchises) with no unified national system relevant to cash delivery. There are, for example, no interchangeable swipe cards useable across stores. Agencies would have to negotiate separately with the individual shops within the project location.

Appendix 2: E-mali Current Distribution Points

Moo Farm Gutsai n- & City Super- Montana Indepe Zimpost TM light Centre markets Meats Innscor ndent TOTAL P. Off- Office Ctr Harare 22 13 14 1 5 3 4 39 2 103

Bulawayo 10 3 8 1 2 6 30

Manicaland Birchenough Bridge 1 1 Buhera 1 1 Checheche 1 1 2 Chibuwe 1 1 Chimanimani 1 1 Chipangayi 1 1 Chipinge 1 1 1 1 4 Dorowa 1 1 Hauna 1 1 1 3 Headlands 1 1 Juliasdale 1 1 Macheke 1 1 Makoni 1 1 Marange 1 1 Mt. Selinda 1 1 Murambinda 1 1 2 Mutare (incl. Chikanga, Sakubva, Dangamvura,) 3 4 1 1 9 Mutasa 1 1 Nhedzwa 1 1 Nyanga 1 1 2 Nyanyadzi 1 1 Nyamaropa 1 1 Nyazura 1 1 2 Rusape 1 1 1 1 4 Paulington 1 1 Odzi 1 1 2 Penhalonga 1 1 Sadza 1 1 Watsomba 1 1

Mashonaland Central Bindura 1 1 1 1 4 Centenary 1 1 2 Concession 1 1 Glendale 1 1 2 Guruve 1 1 2 Mazowe - Mbire - Mt Darwin 1 1 Mukumbura - Muzarabani 1 1 Mvurwi 1 1 1 3 Rushinga 1 1 Shamva 1 1

Mashonaland East Chivhu 1 1 2 Chikomba - Goromonzi - Hwedza 1 1 Macheke 1 1 Marondera 1 2 1 2 4 10 Mudzi 1 1 Murehwa 1 1 2 Mutoko 1 1 1 1 4 Ruwa 1 1 2 Seke - Uzumba-Maramba- Pfungwe -

Mashonaland West Banket 1 1 2 Chakari 1 1 Chegutu 1 1 1 1 4 Chinhoyi 1 2 1 1 5 Chirundu 1 1 Darwendale 1 1 Hurungwe - Kadoma 1 1 1 1 4 Eiffel Flats 1 1 Kariba 1 1 1 3 Karoi 1 1 1 3 Makonde - Magunje 1 1 Mhangura 1 1 2

Mubayira 1 1 Murombedzi 1 1 Mutawatawa 1 1 Mutorashanga 1 1 Norton 1 1 2 Nyamhunga (Kariba suburb) 1 1 Raffingora 1 1 Rimuka 1 1 Sanyati 1 1 2 Tengwe (30km SW of Karoi) 1 1 Trelawney 1 1 Zvimba -

Masvingo Bikita - Chikombedzi 1 1 Chiredzi 1 1 1 3 Chivi 1 1 Gutu - Jerera 1 1 Masvingo 1 1 1 1 4 Mwenezi 1 1 Mupandawana 1 1 Ngezi - Ngundu 1 1 Nyika 1 1 Renco 1 1 Triangle 1 1 2 Zaka -

Matebeleland North Binga 1 1 Bubi - Cross Dete 1 1 Chinotimba 1 1 Dete 1 1 Hwange 1 1 2 Lupane 1 1 Nkayi 1 1 Nyamandlovu 1 1 Shangani 1 1 Siansundu 1 1 Tsholotsho 1 1 Turk Mine 1 1 Umguza -

Vic Falls 1 1 1 3 6

Matebeleland South Beitbridge 1 1 2 Bulilimamangwe - Colleen Bawn 1 1 Esigodini 1 1 Filabusi 1 1 Figtree 1 1 Gwanda 1 1 2 Insiza - Jahunda 1 1 Kezi 1 1 Maphisa 1 1 Mathabisa 1 1 Matobo - Plumtree 1 1 West Nicholson 1 1 Umzingwane - Zezani 1 1

Midlands Charandura 1 1 Chikato 1 1 Chirumhanzu - Chitekete 1 1 Gokwe North 1 1 1 3 Gokwe South - Nembudziya 1 1 Gweru (incl. Mkoba) 2 1 1 2 1 7 Kwekwe (incl. Mbizo) 2 2 1 1 6 Mashava 1 1 Mataga 1 1 Mberengwa 1 1 Mkoba 1 1 Mvuma 1 1 Redcliff 1 1 Rutenga 1 1 Senga (Gweru Township) 1 1 Shurugwi (incl. Donga) 2 2 Torwood (near Kwekwe) 1 1 Zhombe 1 1 Zvishavane 1 1 1 3 TOTAL 105 70 49 26 38 3 4 39 17 351

Appendix 2 : Connect the World Rural Agricultural Inputs Payment System

Appendix 3: Connect 24/7